Overview

Chat connects your technicians to the end user at a managed device. When you send a message, a chat window pops up on their screen (via the RMM Monitor tray app) with a Windows notification; their replies appear in RAD Repairs within seconds. No email, phone tag, or remote session needed for a quick question like "is now a good time to reboot?"

Starting a chat

• From the Chat page: click + New, then pick a device. Online devices are listed first, and you can search by device or customer name.
• From a device's page under Assets & RMM: click the Chat button.
• From a ticket tied to a managed device: click Chat in the ticket's Managed Endpoint card. The conversation opens as a pop-up window right on the ticket, so you don't have to leave the page.
• Each device has one open conversation at a time - opening chat for the same device returns to the existing thread.

Chat windows on every page

You don't have to be on the Chat page to keep a conversation going. A chat launcher sits in the bottom-right corner of every page. Click it to see your active conversations (with an online dot and any unread count), then click one to open it as a pop-up window — much like Messenger.

• Open windows dock along the bottom of the screen. Click a window's title bar (or the – button) to minimize it to just its title; click again to expand. Use × to close it.
• Open windows follow you between pages — move from a ticket to an invoice and the chat is still there, with its history.
• The launcher's red count is the total unread across your active chats; opening a window marks it read.
• The full Chat page is still there for the complete conversation list, closed chats, and starting new ones from the device picker.

The conversation view

• The green dot next to the device name means its agent is connected and messages deliver instantly.
• If the device is offline, you can still send - messages queue and deliver the moment the device reconnects (the thread notes this under your message).
• The end user can start the conversation too: the tray menu on their machine has Chat with Technician. Their message opens (or reopens) the device's conversation and lights up your Chat badge.
• Press Enter to send; Shift+Enter adds a new line.

Unread badge

New messages from devices show a count on the Chat item in the sidebar - the same attention badge used for tickets and invoices. Opening a conversation marks its messages read.

Ending a chat

Click End Chat to close a conversation. The end user sees "The technician ended this chat" in their window. Closed conversations stay in the list under the Closed filter; if either side messages the device again, a fresh conversation starts.

What the end user sees

• A chat window (branded with your company name) opens automatically when you message them, along with a Windows toast notification showing your name.
• They can minimize or close it - it reopens on your next message.
• Chat history for the open conversation is preserved even if their machine restarts.

Tips

• Chat is for quick, live back-and-forth. For issues that need tracking, create a ticket from the device's page - or ask the user to use Request Support in their tray menu, which opens a ticket with an optional screenshot.
• Conversations are linked to the device's customer, so you always know who you're talking to.